Call Center Quality
May 17, 2007 · Print This Article
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When I purchased my first center I stepped in to a cluster. In fact, there weren't any processes in place that guaranteed everybody understood what our expectations were. We put this document into place for our QA. Doing this was a good idea because it provided all the reps with a clear understanding of what we wanted:
Quality Assurance
At ________, we are committed to providing quality, service and value to our customers because they are the most important part of our business. In order to keep our customers coming back for more, it is our duty to make sure the customer is satisfied. At ________We always strive to provide the customer with a World Class Customer experience by providing them with the best quality, value, and service. We must treat our customers with the utmost professionalism and handle our calls with “One Call Resolution”.
______________ expects everyone talking to customers to:
- Be courteous
- Know his or her job and provide accurate information to our customers
- Ask the right questions in a solutions oriented presentation
- Use Saves techniques on calls and use call guide when appropriate.
- Explain things in a way that the customer understands by avoiding Slang, Jargon- Remember, you are the expert!
- Handle Calls with efficiency by listening to the customers concerns, and by using your resources
- Make each customer feel his or her concern is important to you.
- Fully Explain All actions taken
- Remember to be courteous- treat each customer with kindness and respect
In order to ensure these expectations are met, we perform a Quality Assurance function in Customer Service. The Quality Assurance function allows us to:
- Provide you with the tools you need to effectively do your jobs
- To provide a consistently improving level of Customer Service
- Identify Client or Company trending
- Assess the level of service we are providing our clients customers
Bottom line: It’s to make you better!
Signature______________________________ Date____________________________
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